To provide 1st line (helpdesk) technical support to internal & external customers, assisting them with hardware and software problems via phone, email or onsite. This will include 1st line / basic product questions on our core and bespoke products.

Your duties and responsibilities in this role will consist of:

To provide technical support; answering support queries either onsite or via phone or email

To maintain a high degree of customer service for all support queries and adhere to all service management principles

To take ownership of user problems and be proactive when dealing with user issues

To log all calls on the call logging system and maintain full documentation

Respond to enquiries from clients and help them resolve any hardware or software problems

Maintain a log of any software or hardware problems detected

Support users in the use of Computer equipment by providing necessary training and advice

To allocate more complex services issues to the relevant IT Support member

Too arrange for external technical support where problems cannot be resolved in house